What Should I Do If a Container Seal Is Broken or Does Not Match?

Step by step

1. Do not cut or open anything yet. Keep the doors closed while you check and document.
2. Check the seal the CTPAT way: view the seal and locking hardware, verify the number against the documents, tug the seal, and twist the bolt seal to see whether it unscrews.^[1]
3. Photograph the seal, its number, the doors, the container number and any damage to the locking bars.
4. Write it on the paperwork. Note the discrepancy on the delivery receipt, for example "seal number does not match BOL" or "seal broken," with the driver's name and initials. The bill of lading's package count and description are the baseline for what should be inside.^[3]
5. Call before unloading. Tell the carrier, the shipper or importer and, if there is cargo insurance, the insurer, and get instructions in writing.
6. Keep the seal. CTPAT says to "retain altered or tampered seals to aid in investigations" and to report compromised seals to CBP as applicable.^[1]
7. Unload with a witness and a count. Photograph the load as the doors open, count against the documents, and record overages, shortages and damage.

Why the paperwork matters

A notation on a delivery receipt is evidence, not a claim: under the federal claim rules, notations of shortage or damage do not on their own meet the requirements for filing a claim.^[2] If goods are missing, the owner files a written claim; see freight damage claims. Whether the shipper loaded and counted the freight also matters, because a "shipper's weight, load, and count" notation limits the carrier's liability in some cases.^[4]

Example

A container arrives at a warehouse with a bolt seal whose number differs from the bill of lading by two digits. The receiver photographs it, notes it on the receipt with the driver's initials and calls the importer, who confirms the seal was changed during a customs exam and sends the exam paperwork before the doors are opened.

Limitations

A mismatch can be innocent, such as a seal replaced after a customs exam, or a sign of theft. This is general information; follow your company's security procedures, and call law enforcement if you suspect a crime.